Week 7 you decide
You are Bob Yeader, a Sales Manager of a small printing
company. One of your sales people asked for a meeting. The meeting was
difficult. The sales person, Pat Lawson, broke down in the meeting. Pat said
the work was too much and the customers too demanding. Where Pat used to be
able to get all the work done in one week, there was now too much work. Your
internal staff has noticed that Pat seems stressed. You wonder if customers are
seeing the stress. Pat has been with your company for 15 years, but is ready to
quit. You know that there is more work, after all there are more customers, and
you recently put in place some new procedures and technology to make service to
customers better and increase sales. Pat is the only one struggling; at least
you thought so. You are wondering what your options are.
Your role is to come up with a solution for Bob’s situation.
If you were in Bob Yeader’s position what would you do? Define the problem(s)
as you see it. Determine possible solutions and pick a solution to implement
immediately.
Chris Nihil
HR Manager
Photo of George Fish
George Fish
Customer Service
Photo of Jack Mason
Jack Mason
Bob Yeader’s Consultant
Photo of Monica Milton
Monica Milton
Customer Service Representative
Given the scenario, your role, and the information provided
by the key players involved, it is time for you to make a decision. If you are
finished reviewing this scenario, close this window and return to this week’s
You Decide tab in eCollege to complete the activity for this scenario. You can
return and review this scenario again at any time.
Read the You Decide scenario and decide on a response. Your
goal is to identify the critical issues in the scenario and determine how you
would resolve the issue. Write a report correctly formatted of at least 250
words. Submit the report to the Dropbox. Remember to run the spelling and
grammar check on your work before turning it in.
